Explore every episode of the podcast Banking on Digital Growth

In this episode, Ryan Harmon and I dig into a question we’re hearing more and more from banks and credit unions: how much AI traffic are financial institution websites actually getting and is it worth optimizing for yet?

AI search is projected to overtake Google search within the next few years, and that shift comes with a major implication: the primary users of FI websites won’t just be humans anymore, they’ll be AI agents. The problem is, popular analytics tools like Google Analytics aren’t built to measure this kind of traffic. They’re designed to filter bots out, not help you understand what AI agents are doing on your site.

In this conversation, we break down the difference between AI visibility and AI traffic, explain the three types of AI bots interacting with websites today, and share what we’re learning as we launch a new research study to measure real AI traffic across credit union and bank websites. If you want to understand how the Agentic Web is changing analytics, SEO, and digital strategy for financial institutions, this episode is for you.

00:00 Welcome back and episode overview
01:00 Why AI traffic matters for banks and credit unions
02:30 The difference between AI visibility and AI traffic
04:00 How AI answers questions vs. how Google search works
06:30 Why visibility doesn’t equal traffic
08:30 Why financial institutions started asking for AI traffic data
10:00 What it means when AI agents visit your website
11:30 The three types of AI bots (user, indexer, training)
14:00 Seeing AI agents visit your site in real time
16:30 Why Google Analytics can’t measure AI traffic
18:00 Clicks vs. “intent hits” in the AI era
20:00 Why most AI interactions don’t result in website visits
22:00 How AI agents use content differently than humans
24:00 Long-form content vs. modular content for AI
27:00 The tradeoffs of content structure for AI agents
29:30 What this research study aims to uncover
31:00 How to participate in the AI traffic research study
33:00 Final thoughts and next steps

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In this episode, I walk through a prototype that explores what I believe is the next major shift in banking: AI-first banking experiences built directly inside tools like ChatGPT. Instead of navigating complex apps and menus, you simply tell an AI what you want to do and it handles the work for you.

Joined by my co-founder, Ryan Harmon, I demonstrate how a ChatGPT-based banking app could open accounts, move money between accounts, analyze transactions, and provide personalized financial insights all through natural language and lightweight UI components.

We also discuss why AI-first banking is fundamentally different from traditional UI-based apps, what this means for user experience design, and why this shift is closer than most people realize. If you want to understand how AI agents could transform personal finance, budgeting, and everyday banking tasks, this episode is one you’ll want to watch- especially the demo.

00:00 Introduction and overview of AI-first banking

01:00 Setting up a banking prototype inside ChatGPT

02:30 Viewing accounts and balances inside the chat interface

04:00 Opening a new savings account with natural language

06:00 Confirmations, approvals, and human-in-the-loop controls

08:00 Why minimal UI works better with AI agents

10:30 Envelope budgeting and real-world banking pain points

13:00 Why traditional banking apps fall short

15:00 Executing multiple transfers with a single command

18:00 AI vs. UI-based banking experiences

21:00 Analyzing transactions and spending behavior

24:00 Why most people don’t budget and how AI changes that

27:00 AI agents as proactive financial assistants

31:00 Finding savings opportunities automatically

35:00 Subscription management, negotiation, and optimization

38:00 The future of AI agents managing money

41:00 Real examples already appearing in ChatGPT (Ramp, Stripe)

45:00 Why banking apps are coming to ChatGPT

48:00 What needs to happen for this to become real

52:00 Final thoughts on the future of AI-first banking

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In this episode, I sit down with Joe Colca, founder of Forge Clarity, to talk about a challenge credit unions and banks keep running into as they try to compete with digital-first players. Most people frame this as a technology problem. Joe and I don’t see it that way.

With more than 26 years of experience at organizations like Vanguard, Citi, and VyStar Credit Union, Joe shares why the real issue isn’t a lack of technology, it’s a lack of strategic clarity. We dig into why many financial institutions struggle to deliver strong digital experiences, how the Innovator’s Dilemma applies to banking today, and what leaders should be thinking about as AI, fintech partnerships, and new operating models reshape the industry.

Listen to learn why strategy, not technology, is the real bottleneck for digital transformation, and what banks and credit unions can do to position themselves for the future.

00:00 Welcome back and episode introduction
01:00 Introducing Joe Colca and his background in financial services
05:00 Joe’s career journey from Vanguard to Citi to VyStar
10:30 The Innovator’s Dilemma and its relevance to banking today
14:30 Branch-based vs. branchless banking models
18:00 Why digital transformation feels so hard for credit unions
22:30 Technology upgrades vs. meeting member expectations
27:30 Fintech partnerships and the build vs. buy decision
33:00 Can banks successfully be both branch-based and digital-first?
38:00 Strategy problems vs. technology problems
43:30 Spinoff digital banks as a potential solution
50:00 Real-world examples of credit union digital spinoffs
56:00 The impact of AI on the future of banking experiences
01:01:30 What Forge Clarity does and who it helps
01:06:30 One action leaders should take right now: strategic clarity
01:09:00 Final thoughts and wrap-up

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AI is going to revolutionize banking. Credit unions and banks are already being disrupted by fintechs, now AI is either going to accelerate their demise or give them a chance to leapfrog their disruptors. The choice is theirs.

In this episode, I (Derik Krauss) am joined by my co-founder, Ryan Harmon, to unpack how AI could disrupt UI-based fintechs and open up new opportunities for community banks and credit unions. We discuss The Innovator's Dilemma, the benefits of launching AI-first spinoffs, and how future financial institutions might operate without traditional mobile apps or online banking.

00:00 Introduction and Recap of Previous Episode

01:11 AI's Potential in Banking and Financial Institutions

03:53 The Innovator's Dilemma in Banking

05:59 The Shift from Physical Branches to Digital Banking

11:37 AI as the Next Disruptive Innovation

17:02 The Future of AI-Driven Financial Services

23:04 AI Integration in Everyday Life

29:50 The Role of AI in Financial Decision Making

31:35 Blockchain and AI: Revolutionizing Banking

33:25 AI-First Experience: The Future of User Interfaces

35:48 Cost Efficiency in AI-Driven Banking

39:08 OpenAI's App Store: A New Frontier

40:31 Challenges and Opportunities for Credit Unions

42:58 The Innovator's Dilemma: Embracing Disruptive Innovation

46:49 Launching Spinoffs: A Strategy for Transformation

49:00 The Future of Banking: AI-First Spinoffs

50:03 Legacy Institutions and Modern Challenges

01:00:35 The Role of Marketing in Credit Union Transformation

01:03:01 AI's Impact on the Banking Industry

01:05:47 Conclusion: Embracing AI for Future Success

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Hey, this is Derik. I recently tried using ChatGPT's Agent Mode to make transfers between my personal bank accounts. I didn't get the outcome I was hoping for, but that's not because AI isn't capable of doing it. In fact, it's more than capable of doing that and other banking tasks, especially if there is a human in the loop.

In this episode, my co-founder, Ryan Harmon, and I show and tell what agentic AI is capable of doing and how it's going to transform the banking user experience. Listen to learn how AI is reshaping the future of banking and what opportunities lie ahead for individuals and financial institutions.

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For the first time, JR is a guest on the podcast he started. Join me, Derik Krauss, as I debut as the new host of the Banking on Digital Growth Podcast.

In this episode, I interview JR and we talk about challenges he has overcome, including facing an autoimmune condition, as well as his plans for the next decade.

What we unpacked in this conversation is truly thought-provoking. It has led me to reflect on what has happened in my life over the last decade and what I want for the next 10 years.

Not only is this type of reflection valuable personally, but it can also lead to true transformation for your credit union or bank. As JR says, all change starts with learning truth and seeing things differently.

What "truth gaps" are holding back your financial institution?

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Most community banks and credit unions have websites that look decent—but they’re just glorified brochures. They’re not bringing in loans, deposits, or meaningful customer engagement. That’s a big problem. Because every day your site doesn’t convert, you’re losing potential revenue to competitors who’ve figured out how to make their digital presence work for them. A static, underperforming site isn’t just a missed opportunity—it’s a liability. In this episode, James Robert and Derik talk about how to flip the script and turn your website into a true sales engine.

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

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AI agents aren’t coming—they’re already here. And they’re about to reshape how people search, shop, and apply for financial products. In this episode of the Banking on Digital Growth Podcast, host James Robert Lay is joined by co-host Derik Krauss to unpack the fast-moving shift from generative AI to autonomous AI agents—and why this change is happening faster than most financial brand leaders realize. We explore what AI agents actually are, how they differ from GenAI, and why your brand’s current visibility in Google Search might not mean squat in an AI-powered world.

From OpenAI’s new Agent Mode to Semrush’s bombshell research on AI search behavior, we dive deep into how machines are now completing tasks that were once human-only—and what that means for your marketing, UX, and growth strategy moving forward. Because in the age of AI agents, one year of inaction could cost you a decade of relevance.

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

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Traditional SEO is dying—and AI search is taking its place. In this episode of the Banking on Digital Growth Podcast, host James Robert Lay and co-host Derik Krauss dive into the seismic shift in how people search, shop, and make financial decisions online. With research from Semrush and Ahrefs predicting that AI-driven search will surpass Google by 2028—or even sooner—this isn’t just a trend. It’s a warning.

Financial brands that rely heavily on Google and PPC are at risk of becoming invisible in the new AI-first search landscape. Why does this matter? Because behavior is shifting fast, and many institutions are lagging behind without realizing it.

JR and Derik share what your financial brand must do now to prepare. From measuring your AI visibility to understanding what content actually gets you found in ChatGPT responses, this episode is a blueprint for staying competitive—and staying seen.

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

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Are you dying, surviving, or thriving? In a rapidly evolving age of AI and fintech disruption, the real threat isn’t competition—it’s complacency. Too many banks and credit unions are stuck in survival mode, reacting to problems instead of creating possibilities.

The conversation digs deep into the mindset shifts needed to break free from defensive, fear-based thinking.

James Robert and Derik explore personal stories of transformation, the impact of strategic clarity, and how the most growth-bound institutions today are those with leaders willing to take bold, courageous action. They unpack why thriving starts with leading yourself—and how 10x thinking can unlock future-focused innovation that’s no longer optional.

If you’re feeling stuck, overwhelmed, or unsure about your next step, this episode will challenge your perspective and offer a clear path forward: Think bigger. Lead bolder. Grow faster.

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Traditional banks and credit unions are struggling to stay relevant in an increasingly digital world. While consumers flock to neobanks and fintechs for speed, convenience, and personalization, many community institutions remain anchored to branch-first models and legacy mindsets.

James Robert and Derik unpack why going “digital” isn’t just for startups—it’s a strategic path forward for community-based institutions too. They explore how embracing a digital-first (or even digital-only) model can help banks and credit unions unlock growth, reduce operational drag, and reconnect with modern consumers—without losing the human touch that makes them special.

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Most financial brands are stuck saying the same things—“great rates, great service”—and it's costing them trust, growth, and relevance. In this episode, James Robert Lay and Derik Krauss dive into the dangerous trap of commoditization in financial services. They break down why it's happening, how it shows up in your marketing, and what to do about it.

You’ll learn how to reframe your messaging around purpose, use empathy to guide digital journeys, and position your brand as a trusted guide—not just a product pusher. Drawing from the Digital Growth Blueprint and real-world examples, this conversation is your first step toward standing out in a sea of sameness.

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

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Most financial brands are still designing websites for people. But the web’s changed—and fast.

In this episode, Derik Krauss joins James Robert Lay to unpack why the real “visitors” to your site are no longer just humans, but AI agents like ChatGPT and Perplexity acting on their behalf. They explore what this means for discoverability, trust, and conversion in an age where the “Do-It-For-Me” economy is accelerating.

You’ll learn how to start building an “agentic website” designed for both humans and machines—and why failing to adapt may render your brand invisible to the next generation of digital decision-makers.

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

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Most financial institutions struggle to measure what really matters in their marketing. They track impressions, clicks, and followers—but not meaningful outcomes like loan conversions, account openings, or user friction. This leads to wasted budgets, unclear ROI, and missed opportunities to optimize the digital experience.

Without clear, actionable analytics, marketing becomes a black box. Leadership gets frustrated. Teams lose confidence. And worst of all—growth stalls because no one can see what’s actually working. In a time when budgets are tight and expectations are high, guessing is no longer a viable strategy.

James Robert and Derik explore how financial brands can transform marketing from a cost center into a growth engine by measuring progress in smarter, simpler ways. From high-level KPIs to on-page performance insights, they unpack what to track, why it matters, and how to start seeing through the noise to what actually drives growth.

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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Most marketing teams are stuck in a turf war—and it’s costing financial brands real growth. On one side, brand teams are chasing awareness. On the other, performance marketers are pushing for conversions. Both mean well. But without a shared strategy, they're pulling in opposite directions—and the only real result is internal competition, wasted budget, and missed growth opportunities.

In this episode of the Banking on Digital Growth Podcast, James Robert Lay and co-host Derik Krauss return to bridge the divide between art and science in financial brand marketing. They unpack how collaborative cultures, rooted in testing and iteration, transform subjective ideas into measurable outcomes. You’ll learn how to turn gut-based marketing into data-driven performance, why AB testing isn't just for emails, and how small conversion lifts can lead to million-dollar gains.

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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Digital marketing in many financial institutions still leans heavily on the art—intuition, creativity, and guesswork—while neglecting the science of performance data, testing, and iterative optimization. As a result, efforts often lack measurable ROI and fail to meaningfully move the needle on loans and deposits.

The stakes have never been higher. Digital noise is at an all-time high. AI is flooding the market with more content than ever before. If marketing is not grounded in data and constant experimentation, it's just decoration—pretty, but ineffective. Financial brands that ignore the science behind digital growth risk wasting budget, losing trust, and falling behind competitors who are measuring what matters and learning faster.

James Robert Lay and Derik Krauss explore how financial brands can integrate the art of storytelling and design with the science of data, testing, and behavioral insight. They’ll introduce a balanced approach—combining empathy-driven messaging with A/B testing, conversion tracking, and funnel optimization—to drive smarter, more scalable results.

Join us as we discuss:

-The Importance of Measuring Marketing Success (5:07)

-Practical Steps to Integrate Science into Marketing (11:58)

-Conversion Funnels and Their Impact (15:43)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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Let’s be honest—too many financial brands are still operating like it’s 1999. Websites stuck in the past. Strategies rooted in branch-first thinking. Growth models that haven’t evolved with consumer expectations. In this reboot of Banking on Digital Growth, host James Robert Lay is joined by new co-host Derik Krauss, co-founder of MetriFi, for a no-holds-barred conversation about what it really takes to lead in a digital-first world.

If you're tired of hearing "digital transformation" without seeing real action, this episode is your wake-up call. From the hidden cost of digital blind spots to the hard truth of The Innovator’s Dilemma, James and Derik unpack how banks and credit unions can escape outdated thinking—and why the website must be the starting point.

Join us as we discuss:

-The Pre-Internet Mindset in Financial Institutions

-Personal Banking Preferences and Generational Differences

-The Innovator's Dilemma in Financial Services

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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You’re not alone if you’ve felt stuck, burnt out, or just plain frustrated with all the “talk” around digital transformation in banking. After nearly 500 episodes, James Robert Lay took a much-needed break—not from the mission, but to rediscover it. In this raw and revealing comeback, he opens up about the personal and professional crossroads that led to hitting pause and the powerful insights gained during that time.

Tune in to hear the truth behind the break, the future of the podcast, and how you can finally move from talk to action in the age of AI.

Join us as we discuss:

-A Call for Change

-Launching a New Venture

-Exciting Collaborations Ahead

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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In this episode of the Banking on Digital Growth podcast, host James Robert Lay is joined by Billy Wilkinson, CEO of Threshold, the agency that will make you rethink how you market your everything, to explore the transformative power of marketing in the financial services industry. Together, they discuss the importance of mastering the fundamentals—what Billy calls "blocking and tackling"—to build a strong foundation for digital growth. They highlight the need for community financial institutions to rethink their approach to marketing, shifting from short-term tactics to long-term strategies that influence trust and behavior.

Billy shares practical insights on bridging the gap between sales and marketing to create unified strategies that deliver measurable ROI. They discuss the challenges of navigating rapid technological change, the value of fostering a culture of continuous learning, and how financial brands can differentiate by supporting local entrepreneurs and creating community connections. Whether you're an executive, marketer, or entrepreneur, this episode offers actionable advice to help you grow, learn, and level up in the digital age.

Join us as we discuss:

-Evolution of banking technology and digital adoption (5:00)

-The role of marketing as influence and long-term strategies (15:30)

-Community engagements and support for entrepreneurs (27:00)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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In an era where artificial intelligence (AI) dominates headlines and disrupts industries, financial brand leaders face a dilemma: is "artificial" truly good for building trust, fostering connection, and driving growth? 

In this episode, James Robert Lay and guest Ethan Wall, president of the Social Media Law Firm, explore the power of authentic intelligence—leveraging empathy, human connection, and wisdom gained through experience to navigate change. They discuss practical ways financial brands can integrate AI responsibly while remaining true to their mission of improving lives. Together, they uncover how to balance technology with humanity, overcome fear, and embrace continuous transformation for sustainable growth.

Join us as we discuss:

-The Evolution of Social Media in Financial Services (11:49)

-The Role of AI and Authentic Intelligence (24:39)

-Practical Advice for Financial Brand Leaders (37:48)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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Small business owners and community financial institutions face significant challenges in navigating the rapidly changing landscape of AI and digital growth. Limited knowledge and outdated beliefs can hinder future growth and collaboration opportunities, particularly in the SBA lending space.

By having a growth mindset, continuous learning, and authentic intelligence. The conversation with Shane Pierson, Purveyor of Honest Capital proposes practical steps, such as regularly reviewing personal and professional growth, fostering emotional intelligence, and leveraging technological advancements in AI. By doing so, financial brands and their teams can better connect with customers, create meaningful content, and build a community that drives future conversions and sustainable growth.

Join us as we discuss:

-Evolution of SBA Lending (03:04)

-Challenges and Changes in Banking (10:32)

-The Role of Emotional Intelligence (16:15)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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For many, money feels more like a burden than a blessing. Guilt, shame, fear, and self-sabotage often sabotage our ability to achieve financial freedom, leading to cycles of stress and unfulfilled goals. These struggles aren't just about numbers—they're rooted in deep-seated beliefs formed early in life. Julia Carlson, author of Money Loves You: Transform Your Relationship with Money and Grow Your Wealth. Julia shares how subconscious beliefs and outdated "rules" about money can hold us back, and how financial coaching—centered on mindset transformation—can help us move forward.

In this episode, Julia joins James Robert Lay to explore how to reframe your money story and break through limiting beliefs to achieve lasting financial health. Whether you're a financial leader, advisor, or someone seeking clarity in your own financial journey, this episode offers actionable steps to create a more empowered relationship with money.

Join us as we discuss:

-Money as a Partner: Changing Perspectives (6:26)

-Personal Money Narratives and Transformations (10:45)

-The Role of Coaching in Financial Growth (28:30)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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Trust, composed of both words and actions, is now harder to maintain as customers have become more knowledgeable and have a wide array of financial service options beyond traditional banks. The shift from a personal, relationship-focused banking experience to a more automated, regulation-heavy environment has eroded trust between banks and their clients. 

Jack Hubbard, co-founder of the Modern Banker and co-host of the Modern Banker Podcast, believes that  adopting a trust-based selling approach where bankers act as resource managers will allow them to focus on solving customer problems rather than merely selling products. This requires a congruent message from the bank's leadership down to its culture and an emphasis on continuous education and development for bankers. Because the ultimate goal is to create a modern banker who is prepared to face the evolving challenges of the industry with wisdom, adaptability, and a customer-first mindset.

Join us as we discuss:

-The Modern Banker: Redefining Roles and Building Trust (07:18)

-The Evolution of Trust in Banking (26:37)

-The Future of Banking: AI and Trust-Based Selling (34:55)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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Ever found yourself saying, “I need to think about it”? For many financial leaders, this simple phrase hides a deeper hesitation that keeps them stuck in inaction. Often, this delay stems from overanalyzing or waiting for certainty, which can stall growth, innovation, and much-needed progress. In today’s fast-paced digital landscape, waiting too long to take action can lead to missed opportunities, lost revenue, and stagnation. 

In this episode, host James Robert Lay and operations lead Audrey Cannata dig into how the Kolbe A Index reveals each person’s unique “action mode.” They explore how understanding these natural tendencies can help leaders make faster, more confident decisions. Listeners will learn how the Kolbe Index’s insights into fact-finding, quick-starting, and follow-through help teams overcome decision-making blocks, find balance, and take the necessary steps toward growth.

Join us as we discuss:

-The Four Action Modes of Kolbe (04:13)

-Challenges in Financial Industry Decision-Making (07:12)

-Practical Tips for Moving from Thinking to Doing (21:11)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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In the realm of strategic planning, branding, and marketing for financial institutions, there exists a continuous tension between using pure logic and rationale versus tapping into feelings, emotions, and intuition. Leaders and marketing professionals often struggle with balancing these approaches, resulting in a disconnect within their strategic efforts.

To address these issues, the episode provides actionable advice and insights. James Robert Lay and Allison Netzer, chief strategist at BrandThnk, discuss practical steps marketers can take, such as beginning with intuition in decision-making and refining it with logical analysis. They advocate for marketing the role of marketing internally with the same vigor used for external branding. Allison also suggests specific exercises like writing customer stories about oneself to reconnect with internal values.

Join us as we discuss:

-The Rise of the Wisdom Economy (06:36)

-The Shirky Principle and Conviction in Leadership (16:19)

-The Role and Perception of Marketing (24:43)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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Risk aversion has become a paralyzing force within banks and credit unions, particularly in marketing and sales teams. For institutions that prioritize security, the common reflex is to avoid taking bold action—often to prevent failure or blame. However, as Audrey Cannata and James Robert Lay explore in this episode, it’s precisely this fear of failure and the tendency to assign blame that stifles innovation and keeps organizations stagnant in a rapidly evolving industry.

James Robert Lay, a seasoned entrepreneur, contrasts his approach to risk with the more cautious mindset common in banking, showing how this “safety-first” mentality can create blind spots and lead to missed opportunities. Audrey Cannata draws from her experience as educator to highlight how embracing calculated risks and letting go of blame can empower teams to tackle challenges head-on. The solution? Cultivating a culture that prioritizes growth over fear, curiosity over criticism, and boldness over blame—one where marketing and sales leaders can confidently address gaps, learn from them, and drive true growth in their institutions.

Join us as we discuss:

-The Impact of Risk Aversion in Education (03:19)

-Blame Culture vs. Risk Aversion (12:51)

-Embracing Bold Moves for Growth (30:20)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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Change is hard—especially in the financial industry, where traditional approaches can feel like a comfortable safety net. But as financial brands aim to grow and stay relevant, inaction or rigid mindsets can hold entire teams back. Adapting to new technologies, customer expectations, and market shifts isn’t just about keeping up; it’s about creating a resilient, future-ready brand.

In this episode, James Robert Lay, joined by David Barone, EVP of Client Growth at Nymbus, dives into a simple, transformative three-step framework to help marketing, sales, and leadership teams move confidently through change. They break down how a “growth mindset” is the foundation for successful transformation and show why adaptability—both in mindset and in technology—can unlock new opportunities for scale and differentiation in an increasingly competitive financial landscape.

Join us as we discuss:

-Showing Up and Overcoming Perfection (09:21 )

-Differentiation through Verticalization (18:12)

-Scaling with Strategy (28:00)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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Many financial brand leaders feel stuck and unable to take the necessary actions to overcome the challenges they face. This sense of being stuck can stem from several factors, including pride, arrogance, fear of conflict, and the fear of looking in the mirror and confronting unpleasant truths.

This stagnation not only impacts the leaders personally but also hampers the growth and effectiveness of their organizations. 

The key to overcoming this stagnation lies in cultivating self-respect, trust, and continuous personal growth. It encourages leaders to engage in self-reflection, embrace change, and take courageous steps towards action and accountability. By mastering the 'software' of their minds, leaders can unlock their potential and lead their teams more effectively, contributing to a culture of respect, trust, and innovation within their organizations.

Join us as we discuss:

-Ego and Avoidance in Leadership (03:01)

-Conflict Avoidance and Personal Growth (09:27)

-Embracing Change and Continuous Growth (20:25)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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Financial brands often focus on digital transformation and new technologies to drive growth, but they miss a critical piece: human transformation. Without aligning their teams and culture to embrace change, even the best technology won’t unlock new opportunities. Sticking to old habits while trying to implement new technologies creates roadblocks, misaligned efforts, and frustrating customer experiences. If nothing changes internally, no amount of digital investment will drive the desired results.

In this episode, James Robert Lay and Danny Varghese, President of Fortimize, discuss how financial brands can break through these barriers by focusing on human transformation first. By building a culture that values adaptability, communication, and continuous learning, organizations can effectively implement digital tools and unlock new growth opportunities. Listen to learn how to set the foundation for both human and digital transformation in 2025.

Join us as we discuss:

-Challenges in Customer Acquisition (07:50)

-Opportunities for Efficiency and Relationship Building (13:20)

-People, Process, Technology, and Data (26:33)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Hosted on Ausha. See ausha.co/privacy-policy for more information.

There’s no sugar coating it: Your bank or credit union is losing money—right now—because of hidden blind spots in your customer journey. If you don’t take action, these problems will persist, costing you even more in 2025. The longer you wait, the more you risk falling behind your competition. But the real issue? You probably aren’t even aware of just how many loans and deposits your bank or credit union is losing. 

That’s why we created the Digital Growth Accelerator Program. It’s the quickest and easiest way to get everything you need to accelerate loan and deposit growth in 2025 through research-driven assessments, practical action plans, and collaboration with like-minded peers. It makes growth accessible with minimal time and financial investment, all while providing hands-on guidance from the experts at the Digital Growth Institute. Now is the time to take action and ensure you thrive in 2025.

Join us as we discuss:

-Introducing the Digital Growth Accelerator (11:45)

-The Value of the Accelerator Program (23:23)

-Addressing Common Objections: Time and Budget (29:13)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Hosted on Ausha. See ausha.co/privacy-policy for more information.

Financial brands miss out on millions in loans and deposits by not leveraging digital growth strategies and personal branding. There's a hesitation to utilize new communication channels like social media or podcasts due to compliance concerns and traditional mindsets. 

Ray Drew, top-producing SBA Lender and the host of #1 Podcast in the SBA Industry: The Art of SBA Lending, discusses practical steps, including creating engaging content, leveraging platforms like LinkedIn, and adapting modern marketing techniques to stay ahead. He shares  expert advice emphasizing that building a strong digital presence can significantly enhance trust, attract new business, and position financial brands to thrive in the future.

Join us as we discuss:

-Ray Drew's Journey in SBA Lending (02:29)

-The Birth of SBA Ray and Building Trust Through Content (16:28)

-The Power of Personal Branding (38:07)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Hosted on Ausha. See ausha.co/privacy-policy for more information.

In today's digital age, creating a human connection in online interactions is crucial for enhancing customer journeys, especially for financial institutions. However, many banks and credit unions overlook this necessity, leading to missed opportunities and diminished customer satisfaction.

In the latest episode of the Practical Perspectives, Audrey Cannata and James Robert Lay highlight the gaps in customer service and communication, such as disjointed digital experiences and the poor handling of contact forms. Through real-time secret shopping experiments, the podcast uncovers alarming blind spots, including instances where financial institutions' phone systems demand sensitive information upfront, like social security numbers, causing potential customers to abandon their inquiries out of frustration and mistrust.

Join us as we discuss:

Live Experiment: Calling Zappos (10:58)

Emotional State and Financial Decisions (13:45)

Live Experiment: Calling a Financial Brand (16:54)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Hosted on Ausha. See ausha.co/privacy-policy for more information.

In this episode of the Practical Perspectives series, James Robert Lay and Audrey Cannata discuss a powerful yet often overlooked connection—the relationship between physical movement and overcoming mental roadblocks like fear, anxiety, and complacency. They explore the idea that taking action, even small physical steps, can help break through periods of stagnation both personally and professionally. James Robert shares his personal experiences with overcoming resistance and emphasizes the importance of energy management, not just time management, for achieving growth. The conversation dives deep into how making physical health a priority can transform not just personal well-being, but also professional success, particularly in leadership and team dynamics. Ultimately, it's about mastering your body to master your mind, so you can push past fear and uncertainty and create lasting momentum.

Join us as we discuss:

-Force vs. Flow: Finding Balance (05:42)

-Distractions and Their Consequences (17:53)

-The Health Crisis: A Call to Action (28:47)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Hosted on Ausha. See ausha.co/privacy-policy for more information.

In this special episode of the Exponential Insights, James Robert Lay is joined by both Corey LeBlanc, co-founder and COO/CTO at Locality Bank, and Har Rai Khalsa, CEO and co-founder of Swaystack. Together, they dive deep into the critical topic of optimizing onboarding and engagement for banks and credit unions.

They’ll share their expert insights on how addressing friction in your onboarding process can stop your financial brand from losing millions in loans and deposits, while also building stronger, more profitable relationships. Whether you're a financial marketer, sales leader, or executive, this episode is packed with actionable strategies to help your institution grow by transforming the customer experience from day one.

Join us as we discuss:

-Addressing Onboarding Gaps and Challenges (06:22)

-Simplifying Complex Banking Processes (25:14)

-Practical Steps to Enhance Customer Trust (34:44)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Hosted on Ausha. See ausha.co/privacy-policy for more information.

In today's episode of the Exponential Insights series we discuss a significant issue faced by financial institutions: the loss of loans and deposits via their websites. Despite the clear advantages, many credit unions and banks struggle with the digital transformation needed to optimize their website's performance.

James Robert is joined by Derik Krauss, shareholder and senior website consultant at BloomCU, to discuss the resistance financial brands show toward change, despite the evident opportunities for growth. They touch upon the 'tyranny of the status quo,' explaining that many organizations are hindered by outdated practices and a fear of radical transformation. They urge financial brands to embrace change, potentially even launching new, focused brands to capture unmet market needs.

Join us as we discuss:

-Empathy and Authenticity in Marketing (12:04)

-The Tyranny of the Status Quo (23:22)

-The Innovator's Dilemma in Banking (51:13)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Hosted on Ausha. See ausha.co/privacy-policy for more information.

This episode of the Practical Perspective series dives into the hidden gaps and friction points in financial brand customer journeys that lead to loss of potential loans and deposits. James Robert Lay, along with Audrey Cannata, share insights from a recent website secret shopping study. 

They identify how confusion, friction, and unclear expectations during the personal loan application process can cost financial brands millions. Various issues, from overly complex application steps to lack of clear communication, are discussed along with potential solutions such as improving micro-commitments, refining legal and consent sections, and ensuring proactive follow-up through calls.

Join us as we discuss:

-Personal Loan Application Friction Points (04:35)

-The Importance of Communication and Expectations (09:06)

-Post-Application Experience and Recommendations (21:08)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Hosted on Ausha. See ausha.co/privacy-policy for more information.

Many financial institutions struggle with understanding why their websites lose out on potential loans and deposits. Often, the questions they ask in feedback forms fail to distinguish between different user journeys, leading to misleading insights and uninformed decisions.

In this episode, James Robert Lay and Audrey Cannata discuss how  tailoring questions to distinct user journeys can unlock valuable insights. By differentiating between shopping, application, and account holder experiences, and timing feedback requests based on user engagement (e.g., time on page, scrolling behavior), financial institutions can gather more actionable data.

Join us as we discuss:

-Case Study: Analyzing Website Feedback Forms (04:25)

-The Role of Context in Gathering Feedback (09:06)

-Three Distinct Website Experiences (20:38)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Hosted on Ausha. See ausha.co/privacy-policy for more information.

Most financial institutions are stuck in the present, lacking the forward-thinking leadership needed to navigate and thrive in a rapidly changing environment. Leaders within these organizations frequently find themselves overwhelmed by day-to-day operations, which restricts their ability to focus on future growth and innovation.

On this episode of the Practical Perspectives series, James Robert Lay and Audrey Cannata discuss the need for leaders to adopt a future-focused mindset by setting aside dedicated time for strategic thinking and ongoing learning. By visualizing their future selves and operating from that perspective, leaders can inspire and drive meaningful change within their organizations. Join in as they suggest practical steps, such as evaluating one's current operating mindset and creating a vision for the future, to bridge the gap between current capabilities and future potential. Ultimately, embracing continuous growth and surrounding oneself with like-minded individuals can help drive the financial industry toward a more innovative and successful future.

Join us as we discuss:

-The Importance of Vision in Leadership (05:32)

-The Role of Culture and Change (10:31)

-Leadership vs. Management (17:41)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Hosted on Ausha. See ausha.co/privacy-policy for more information.

In this episode of the Practical Perspectives series we share how a regional bank’s 67% abandonment rate on personal loans translates into a staggering loss of $100 million annually in interest income. The situation is further amplified by the fact that the brand is investing in paid advertisements to drive traffic to these pages, and only 25% of users are even attempting the application process. 

Join us as we discuss how small, incremental optimizations (like a mere 5% increase in application starts and a similar reduction in abandonment rates) can potentially recapture millions in lost interest income annually. Addressing and optimizing even the seemingly minor aspects of the digital customer journey can lead to substantial revenue recovery and growth for financial brands.

Join us as we discuss:

-Case Study: Regional Financial Brand's Abandoned Applications (02:11)

-Calculating the Financial Impact of Abandoned Applications (07:43)

-The Power of Incremental Changes (14:44)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Hosted on Ausha. See ausha.co/privacy-policy for more information.

After facilitating over 1200 website secret shopping studies for financial brands over the past decade, the Digital Growth Institute decided it was time to drink their own medicine. After recently launching their new website, they put out a call-to-action for industry leaders to provide real-time feedback. 

In this episode of the Practical Perspectives series, James Robert Lay and Audrey Cannata discuss the insights they gained and how the practice of rapid iteration helped them to level up their brand messaging and communication. They discuss the lessons that they learned and how even the most seasoned marketers can find tremendous value in outside perspectives.

Join us as we discuss:

-Secret Shopping the Digital Growth Institute Website (04:43)

-The Power of Clear Messaging (08:39)

-The Value of Outside Perspective (17:31)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Hosted on Ausha. See ausha.co/privacy-policy for more information.

Let’s face it, a lot of financial institutions are really struggling to position themselves online and make the most of their digital channels. Many banks and credit unions sound more like robots with their scripted value propositions and fail to address the real issues their account holders have. This leads to a ton of missed opportunities and a lot of money left on the table. Despite digital channels having the potential to outshine physical branches, they’re often underperforming due to poor optimization practices. 

In this episode of the Practical Perspectives series, James Robert Lay and Audrey Cannata discuss insights from a recent Website Blind Spot Benchmark they conducted. The big takeaway? Regular website assessments can help pinpoint problem areas and unlock some serious financial gains. By properly mapping out customer journeys, banks can create a clear path that guides customers from the first click all the way to a completed transaction, reducing confusion and boosting confidence.

Join us as we discuss:

-Understanding Positioning and Customer Journeys (02:38)

-The Importance of Ongoing Optimization (18:12)

-Human Connection in Digital Experiences (28:37)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Hosted on Ausha. See ausha.co/privacy-policy for more information.

Financial brand marketing and sales leaders face the challenge of consistently making new connections that lead to loan and deposit growth. They often struggle to leverage data and customer insights effectively to deepen relationships, which is crucial for fostering new connections and driving business outcomes.

Brian Bauer, CEO of Revio Insight, a customer growth platform that transforms complex bank data into actionable growth opportunities for community and regional banks, joins the show to discuss how financial brands can turn data into actionable growth opportunities. This episode  highlights the importance of not waiting for perfection to start engaging customers, leveraging both digital and relational engagement channels effectively, and ensuring that product offerings align with customer needs. The big takeaway? Human experience and building authentic relationships can inevitably lead to more business and profitable relationships.

Join us as we discuss:

-Turning Data into Deposits and Revenue (04:28)

-Account-Based Marketing Explained (15:05)

-Building Transformational Relationships (22:48)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Hosted on Ausha. See ausha.co/privacy-policy for more information.

Many financial brand leaders are unsure where to begin when it comes to secret shopping their website and often feel intimidated by the process—if they even know what website secret shopping is. That’s why on this episode of the Practical Perspectives series, James Robert Lay and Audrey Cannata break down everything you need to know about website secret shopping. 

These studies offer a structured, 30-day approach that identifies blind spots and provides actionable insights to optimize website experiences. With a specific focus on product lines, demographic segments, device types, and stages within the buying journey, financial brands can make targeted improvements. The results are a significant increase in user conversions and overall growth, translating to a substantial return on investment.

Join us as we discuss:

-Breaking Down the Secret Shopping Process (06:19)

-Focusing on Product Lines and Demographics (17:09)

-Stages of the Buying Journey (24:36)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Hosted on Ausha. See ausha.co/privacy-policy for more information.

Financial institutions often struggle to manage and appropriately respond to online feedback, especially negative reviews, risking the loss of potential loyal customers. Statistics reveal that a single negative review can severely damage a brand’s reputation, requiring up to 40 positive experiences to counteract it. 

In this episode of the Banking on Digital Growth podcast, Audrey Cannata and James Robert Lay discuss the critical role of listening and responding to customer feedback for financial institutions. By sharing real-life examples, such as a commendable response from Frost Bank to a negative review, the podcast emphasizes the importance of proactive customer service and reputation management.

Join us as we discuss:

-Real-Time Feedback Response (08:56)

-Statistics on Negative Experiences (15:32)

-Google My Business Strategy (25:57)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Hosted on Ausha. See ausha.co/privacy-policy for more information.

Many financial brands may not realize that their websites could be their biggest sales blind spots due to lack of proper evaluation. Without secret shopping, banks and credit unions may not identify critical issues that could be causing them to lose out on potential loans and deposits.

This episode of the Practical Perspectives series advocates for external, objective website secret shopping studies as a means to uncover and address these blind spots. These studies offer financial brands the opportunity to gain valuable, unbiased feedback from real users, which can help improve their digital engagement, boost conversions, and ultimately increase loans and deposits.

Join us as we discuss:

-Understanding Website Secret Shopping (00:47)

-Common Objections to Secret Shopping (03:48)

-Conclusion: Awareness and Action Steps (43:04)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Hosted on Ausha. See ausha.co/privacy-policy for more information.

In a rapidly changing world driven by exponential technological advancements like AI, many leaders, teams, and organizations struggle to keep pace. This creates a widening gap between linear human perception and the exponential nature of change, leading to feelings of fear, stagnation, and a lack of growth. Many financial brand leaders, especially in the marketing sector, are losing their jobs or feeling displaced due to unforeseen changes in their industry.

Jim Marous, CEO of the Digital Banking Report and co-publisher of The Financial Brand,  believes the solution lies in continuous learning and transformation. Jim joins the show to offer strategies and advice on navigating change successfully.

Join us as we discuss:

-Navigating Industry Changes (11:16)

-The Importance of Asking Questions (18:50)

-Lessons from Failure (28:35)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Hosted on Ausha. See ausha.co/privacy-policy for more information.

It’s not surprising that a significant portion of Americans are struggling with their finances, with many living paycheck to paycheck. Even those working within financial institutions are not immune to these issues.

This episode of the Exponential Insights series offers a practical and straightforward solution to this widespread problem. Guest Gordon Stein introduces the concept of "Cashflow Cookbook," a book filled with 60 easy-to-follow recipes for freeing up cash without sacrificing lifestyle quality. He emphasizes that small changes in managing recurring expenses, like switching cell phone providers or optimizing monthly bills, can significantly improve cash flow. By taking these steps, individuals can save and invest more effectively, ultimately reducing financial stress and increasing financial well-being.

Join us as we discuss:

-Practical Financial Tips from Cashflow Cookbook (06:12)

-Behavioral Change and Financial Wellness (10:15)

-Future of Financial Services and AI (19:15)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Hosted on Ausha. See ausha.co/privacy-policy for more information.

As financial brand leaders navigate the complexities of a post-COVID world, the economic shifts, and the rise of artificial intelligence, feelings of exhaustion and burnout are rampant. Leaders and team members alike are struggling to stay engaged and find fulfillment in their roles. The pervasive cultural norm of complaining about work and separating personal and professional lives further aggravates the issue, leading to an overwhelming sense of frustration and resistance to change.

This episode offers a roadmap to overcome these challenges. Audrey Cannata and James Robert Lay share personal experiences of overcoming adversity, such as leaving toxic environments, to highlight the power of personal transformation. They emphasize integrating spiritual, mental, physical, relational, and financial aspects of life to foster holistic growth.

Join us as we discuss:

-The Connection Between Personal and Professional Growth (7:15)

-Recognizing the Need for Change (28:17)

-Defeating Self-Limiting Beliefs (37:49)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Hosted on Ausha. See ausha.co/privacy-policy for more information.

Many financial brands are underinvesting in their digital sales channels, especially their websites, in 2024. Organizations often view their website as a one-time cost rather than an ongoing investment and fail to recognize its critical role in the customer buying journey. Failing to adapt to the digital shift can lead to being left behind by competitors who prioritize their digital presence.

In this episode of the Practical Perspectives series, James Robert Lay and Audrey Cannata discuss the transformations in consumer behavior and why viewing the website as a critical part of the digital buying journey, financial institutions can align their investments with industry trends and customer expectations.

Join us as we discuss:

-The Growth Mindset: A Case Study (3:48)

-Comparative Analysis: Toys R Us vs. Target (14:43)

-Optimizing Digital Strategies: Secret Shopping Studies (21:49)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Hosted on Ausha. See ausha.co/privacy-policy for more information.

Many leaders struggle with the fear of change, failure, uncertainty and not being good enough. Left unchecked, fear can become debilitating and prevent you from taking the actions needed to move forward. You may find yourself procrastinating, doubting your abilities and resisting needed changes that feel uncomfortable. 

In this episode of the Practical Perspectives series, James Robert Lay and Audrey Cannata discuss the importance of investing in personal development, seeking guidance from a coach or mentor, and leaning on a supportive community of peers. Learn why it's critical for financial brand leaders to face discomfort, address blind spots and navigate change with grit and resilience in order to maximize their adaptability quotient (AQ). Don't let fear hold you back any longer.

Join us as we discuss:

-The Role of Fear, Uncertainty, and Doubt (FUD) (4:45)

-Overcoming Perfectionism and Procrastination (8:37)

-The Importance of Self-Respect and Growth Mindset (20:23)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Hosted on Ausha. See ausha.co/privacy-policy for more information.